M&S Foodhall

Awful handling of my click and collect order yesterday; when went to the click and collect desk and could see hundreds of parcels all over the floor. Three members of staff attempted to find the package. There was no common sense being used whatsoever, the staff were taking packages out of numbered boxes and making the piles on the floor worse. They were not sorting the many packages on the floor as they checked them, just moving the piles of packages around on the floor. It was chaos and painful to watch. I explained multiple times that the packages were just a few pairs of kids socks, yet the staff were using no common sense whatsoever, and continued to check the labels on extremely big packages - e.g. those that were huge and looked like multiple cushions. Eventually, after 25 minutes of the staff having no process and moving disorganised parcels around the floor making the disorder worse, including rechecking the same parcels over and over again they found half of my order. They couldn't find the other half of my order. The manager said they would call me when they found the rest of my order, which a day later, has still not happened. I was told that I would have to make another hour round trip to their store because they couldn't find the parcel, having no consideration for my time or the increased risks of having to come back into store. The staff had no computer system with which to check whether both parts of my delivery were actually in store. They kept asking me if I was sure the package had been delivered, to which I showed them the text I had received. My young son was with me and he was becoming extremely upset and inpatient. After 35 minutes the store manager started trying to call the call centre and were put on hold as there seems to be no dedicated phone line for stores. I gave up after 35 minutes lost of my Sunday, there were ten people queuing waiting for packages behind me, it will have taken them hours based on the chaos I saw. Another member of staff was standing in the middle of the pile of deliveries not doing anything. It was painful to watch the staff in effectively try to sort out these deliveries.

M&S are clearly making loads of money out of the pandemic - can I suggest that you hire more staff, ask staff to start work before the store opens so they have time to sort out all the deliveries before people start to come to collect them? It can’t be nice for them to work like this. It seems like you also need more/any shelving space to organise the deliveries by order number. You need a dedicated helpline an adequate computer systems for staff handling click and collect. Its a mess and mind-bogglingly, completely avoidably frustrating and inefficient to witness. It is not fair to ill-equip your staff like this. Very bad customer experience yet again M&S.

Packs a lot into a relatively small space. It's possible to do a full grocery shop here and also worthwhile visiting for finicky extras that are sometimes challenging to locate at other supermarkets (great baking supplies, herbs & spices, etc).
Special mention to the staff, including security, who have always been super-helpful, polite and cheerful on occasions I've visited.

I was there can get really busy, customers are friendly, and we all love helping Customers

Went into lordship lane m&s today and a member of staff was wearing a balaclava, filling the shelves. I'm a bit confused as to why the store manager would allow this.

Excellent customer service _
I use m , s all the time .

I wanna say I'm absolutely appalled by the customer service here. as for the Karen, no her name is literally Karen, should have guessed myself! Absolute disgrace! Thanks to Glenda and Tracey who actually helped. As for the rest your attitudes absolutely stink! You don't understand how many people suffer with mental health issues and the way you treat your customers is appalling, you should all be ashamed of yourself working in retail! Don't even deserve 1 star!

Really handy store, a huge asset to the area, decent range, and Lordship Lane is still good for parking despite the road closures. Only negative is, with everything going on over the last year or so, I'm conscious I'm very fortunate that I can afford to feed my family (and still shop in M&S), but many others can't. I always have a look when I go in, but I haven't seen a little box where I can donate to a food bank. I think all the other food shops I go into have one and I think its a shame that M&S haven't thought of that. You can read this as me being too lazy to drop things off directly to the local food bank, but I hold my hands up - its the same laziness that has me buying a basket full of ready made dinners at M&S.

That is a big supermarket. If you are finding ingredients for recipes you can find in these place. In a confortable place.
There a variety of wines and beers!